IT Field Service Analyst I (Full-Time, 40 Hours, Day Shift)

• Responsibilities I. JOB SUMMARY/RESPONSIBILITIES:
• Utilizes an advanced understanding of The Queen’s Health Systems’ (QHS) technology, applications, products and services to provide Level 3 technical support to clients via email, phone or in person.
• Diagnoses desktop computers, tablets, smart phones, network systems and software applications accurately and quickly in the presence of end users.
• Leads the facilitation/coordination of decision making and issue resolution with IT resources and vendors in resolving the most difficult IT systems and applications issues.
• Leads root cause analysis on Severity 1 issues.
• Leads the development and delivery of training, best practices, and support policies and procedures for customer support analysts and technicians.
• May supervise and direct work of assigned staff. II. TYPICAL PHYSICAL DEMANDS:
• Continuous: seeing, speaking, repetitive arm/hand motions, sitting, static gripping of an object for prolonged periods.
• Frequent: standing, sitting, walking, finger dexterity, hearing.
• Occasional: stooping/bending, carrying usual weight of 12 pounds, reaching above shoulder level.
• Operates computer equipment and copy machines. III. TYPICAL WORKING CONDITIONS:
• Not substantially subjected to adverse environmental conditions.
• Work schedule includes providing 24 hours/7 days a week support as required. IV.

A. EDUCATION/CERTIFICATION AND

• Bachelor’s degree in Information Technology (IT) or related field; or four (4) years IT experience may be substituted for educational requirement. • Current certification in one (1) or more of the following preferred: o Microsoft Certified Solutions Associate (MCSA) o Microsoft Certified Solutions Expert (MCSE) o Other application certifications (Peoplesoft, EPIC, etc.) o HDI Support Center Manager (HDI SCM) o ITIL Intermediate o Application Lifecycle Management (MCSD) o CompTIA Network+ o VMware Certi?ed Associate (VCA) B.

• In addition to the educational requirement, three (3) years end user technology support experience.
• Familiar with ITIL processes such as incident management, change management, software release management, asset management, HW/SW Standards, etc.
• Experience with desktop virtualization technologies such as Citrix XenDesktop, Citrix XenApp, VMWare View, or VMWare ThinApp.
• Strong problem solving, time management and interpersonal skills.
• Ability to maintain composure and customer focus while troubleshooting and solving technical/user issues.
• Prior supervisory/leadership experience preferred. Equal Employment Opportunity Equal Opportunity Employer / Disability / Vet